Skill report problem, related with IVR

[sozmena]

Hi all,
We have an online shopping service line.
The customer calls the line and talk with
the agent about 10 secs. and then the agent
forward him to the IVR enter his password.
And then the IVR makes him return back to the agent,
and then the conversation continues ...

Now, my problem is that, when I look at the historical
skill report, I see the Avreage ACD Time is about 10-15
secs. This means the first part of the conversation is
kept by CMS, while the second part is not.

How can I see the whole conversation times ?

Thanks in advance and my best regards.

sozmena


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[mrtelephone]

How is the agent sending the call to the IVR - converse step? Also how is the IVR sending the call back to the agent?